IT Service Desk Analyst - QA

INFINX; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

INFINX Bengaluru invites applications for a QA/Quality Assurance role focused on process audits and performance evaluation within IT service desk operations.

The role emphasizes auditing calls, chats, emails, monitoring tickets, and generating detailed QA dashboards while ensuring ITIL and ISO standards compliance. Collaboration with operations and training teams will drive continuous improvement.

Qualifications

• Bachelor's degree in IT, CS or related field.
• 2–5 years in IT-BPO QA or service desk QA experience.
• Exposure to ITIL framework and ISO standards preferred.
• Strong documentation & reporting abilities.

Responsibilities

• Conduct audits of calls, chats and emails to ensure compliance with standards.
• Monitor IT service desk tickets for accuracy, timeliness and resolution quality.
• Evaluate agent performance against KPIs and provide coaching recommendations.
• Maintain QA reports and dashboards for management review.
• Ensure adherence to ITIL processes, data security policies and SLAs.
• Identify training gaps and suggest process improvements; collaborate with teams.

Skills

IT service desk knowledge

BPO workflows

Analytical skills

Documentation skills

Communication skills

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Jira

Darwinbox

MS Excel

Power BI

Job description

Key Responsibilities:

Process Audits & Monitoring

• Conduct regular audits of calls, chats, and emails to ensure compliance with client and company standards.
• Monitor IT service desk tickets for accuracy, timeliness, and resolution quality.

Performance Evaluation

• Evaluate agent performance against KPIs (accuracy, productivity, customer satisfaction).
• Provide constructive feedback and coaching recommendations to Team Leaders.

Documentation & Reporting

• Maintain detailed QA reports and dashboards for management review.
• Highlight recurring issues and recommend corrective actions.

Compliance & Standards

• Ensure adherence to ITIL processes, data security policies, and client-specific SLAs.
• Support ISO, GDPR, or DPDP Act compliance where applicable.

Continuous Improvement

• Identify gaps in training and suggest process improvements.
• Collaborate with operations and training teams to enhance service quality.

Required Skills

• Strong knowledge of IT service desk operations and BPO workflows.
• Familiarity with ticketing tools (ServiceNow, Jira, Darwinbox, etc.).
• Excellent analytical and documentation skills.
• Proficiency in MS Excel, Power BI, or other reporting tools.
• Strong communication and feedback delivery skills.

Qualifications

• Bachelors degree in IT, Computer Science, or related field.
• 2-5 years of experience in IT-BPO quality assurance or service desk QA.
• Exposure to ITIL framework and ISO standards preferred.